One of the nice features of iDesk is the Message system.

The Message system can be used to send a message to all staff or to an individual staff member.

Sending a Message to all staff would be like making an announcement. Lets say for instance that you ran a large web host and you have 8 staff on the help desk who all worked in different locations.

You could send out an email to everyone, but you’re not always sure email will be received. You could call them, but that can take a whole bunch of time and has a physical cost associated with it in the form of long distance.

Instead you could message all of your staff to inform them that the server will be undergoing maintenance at 11:00 PM so that when they receive support tickets, your staff don’t have to try and troubleshoot the issue. They already know about and can inform the customers.

Using the Message feature of iDesk is a convenient way to communicate with your staff and since they are already using the help desk, there is no need to use a secondary method of communication.